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<title>Teledirect Case Study</title>
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<div class="font_small color_grey left">Telecommunications Industry</div>
<div class="font_small color_grey right"><strong>Teledirect.com.sg</strong></div>

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<h1>Customer Profiling</h1>

<strong>The Client</strong><br/>
The client is a major player in the telecommunications market with hundreds of thousands of customers. Facing fierce competition from new entrants in the market place, the client needed to develop new marketing programs that exactly met customer's needs and needed to collect comprehensive and sensitive information quickly and accurately.
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<strong>The Case</strong><br/>
The client had its own contact centre handling incoming customer service calls. Scalability was a challenge and the client's team did not have the experience to conduct large scale telesurveys within a very short time period.
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<strong>The Strategy</strong><br/>
Teledirect recruited a team of 60 agents, and scheduled them for full day work shifts covering 9am to 9pm, 7-days a week.  Call-centre Agent teams were grouped into several languages. This increased the success rate and the productivity. 
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A Computer-aided Telephone Interview (CATI) system was customized to allow direct inputs of survey questionnaire answers into a central database.This eliminated data entry errors from paper-based systems to output files for the client. A Quality Assurance team audited a large percentage of all successful surveys from all call-centre agents. This was to ensure that all data entered was accurate, especially details such as addresses, contact numbers and email addresses. 
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<strong>The Results</strong><br />
Teledirect achieved a productivity of 8 surveys per call-centre Agent hour, and completed calling over 200,000 people within a 6 week period. Survey completion was at a high of 70% of the total database. This was possible thanks to Teledirect's unique callback management system.
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<strong>The Conclusion</strong><br />
Outsourcing for such short term projects is the answer to quick project launches and results. The ROI was higher compared to that forecast if carried out by an in-house team, because of the higher productivity and success rate.
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<strong>Our Key Measurements of Success:</strong>
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<li>Survey completion rate</li>
<li>Effective Contacts per hour</li>
<li>Contact rate</li>
<li>Error rate detected by Quality Assurance team</li>
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